CRM Success

CRM Solutions

Streamline processes by improving automation without compromising on quality or customer satisfaction.

Regardless
of your business, your relationships with your customers are your greatest
asset in a tough economy. Today, many organizations are looking at ways to
become more client-centric, using supporting technologies such as customer
relationship management (CRM) software. But, with all the CRM solutions available
today, it can be difficult to know where to start in determining which solution
best fits your needs.

The
right CRM solution can embed best practices unique to your industry, work with
your company's specific business processes, help you keep pace with rapid changes
in your business and market, deliver quantifiable business results, and mitigate
expense and risk for your business.

CRM Resources

Aptean CRM Solutions

​Pivotal CRM Service Automation

Who it’s for

Pivotal CRM is a complete service automation system that helps you capture, manage, and quickly resolve customer service and support requests, without losing sight of up-selling and cross-selling opportunities.

How it’s different

Flexible Pivotal CRM technology enables you to rapidly and cost-effectively implement a system that automates even complex, unique service processes. Give your service team the ability to resolve customer inquiries in a personalized, but repeatable manner that accelerates incident resolution and improves customer satisfaction.

Why you need it

If you are ready to take your organization to the next level, Pivotal CRM is positioned to get you there by aligning your business processes with the technology needed to optimize your operations so you can set your sights on bigger things. Build, grow and drive your business forward with CRM that maps to your customers’ needs.

PIVOTAL CUSTOMER SERVICE AND SUPPORT

Service management leaders benefit from accurate data and tools that assist in monitoring both team performance and levels of customer satisfaction. Learn why CRM built for service makes all the difference.

Pivotal CRM Sales Force Automation

Who’s it for

Pivotal Sales is a complete Sales Force Automation (SFA) solution that gives salespeople the tools they need to focus their efforts and maximize their time, while empowering sales managers to effectively oversee and forecast sales. Pivotal CRM automates every stage of the sales cycle, ensuring you capture every opportunity.

How’s it different

Every aspect of Pivotal CRM Sales is designed to help you hit your number. From time-saving automated features to enhanced collaboration, you’ll have support at each stage of your sales cycle. Pivotal CRM’s flexible technology gives you the power to cost-effectively mold Pivotal Sales to match your desired sales process, without compromise. Pivotal Sales lets you embed a consistent, competitive sales methodology right into your CRM system.

Why you need it

Your sales process is the cornerstone of your competitive success. Pivotal CRM Sales helps you refine, automate, and streamline your sales process to accelerate the sales cycle, reduce administrative burden, and secure better sales results. Pivotal CRM Sales helps you collaborate better to win new business, use social media to leverage social networks and build relationships, empower your sales staff in the field to work more efficiently with any device, align more closely with your marketing organization, be more strategic in defining account strategies, and most importantly, create and maintain a stronger relationship with existing customers to maintain their loyalty.

Flexible Pivotal CRM Sales technology enables you to rapidly and cost-effectively implement a system that automates even complex, unique service processes. Give your service team the ability to resolve customer inquiries in a personalized, but repeatable manner that accelerates incident resolution and improves customer satisfaction.

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​Pivotal CRM Marketing Automation

Who
it’s for

Pivotal CRM Marketing Automation is for companies that want more
out of their marketing efforts. They want to measure the impact of every
campaign on the sales pipeline—optimizing them for maximum value.

How
it’s different

Having a decisive competitive advantage in your market begins
with smart marketing. While other CRM systems just track marketing campaigns
and contacts, Pivotal offers solutions that make you more effective: Pivotal
CRM eMarketing and Pivotal CRM Marketing Automation.

Why you
need it

Pivotal eMarketing enables you to harness the data inside your
Pivotal CRM database to conduct segmented, personalized electronic
communications quickly and cost-effectively. This easy-to-use tool features an
easy-to-follow, step-by-step campaign designer, enabling you to quickly design
and schedule campaigns, as well as track their success.

If you have more advanced needs, Pivotal CRM Marketing
Automation is a highly efficient marketing automation and lead management solution
that enables you to conduct even the most complex multi-channel campaigns.
Foster relationships with the right prospects over time, ultimately cultivating
easier sales and satisfied customers.

DRIVE EFFICIENT CLIENT RELATIONSHIPS

Knova KM

Who it’s for

Knova Knowledge Management (KM) is for customer service and
support organizations, especially those who need to handle complex queries
across channels in industries, such as high tech, telecommunications, financial
services and the IT help desk that are charged with resolving customer issues
quickly, accurately, and cost effectively with unparalleled scalability.

How it’s different

Unlike basic enterprise search, FAQs and
content management solutions, Knova enables users to both author and search for
documents internally or externally through powerful and intelligent search that
makes finding resolutions — the positive outcomes of solving customer problems
based on context and intent — more user friendly. Knova is the only
full-featured solution that can be put directly in the hands of knowledge
managers to launch a comprehensive, multi-channel knowledge program founded on
delivering resolutions.

Why you need it

Service and
Support is the front line of your business. A competitive market requires a
successful, sustainable knowledge management program that makes your support
center more efficient, self-service more powerful, and customers more
satisfied. Technology is a means to that end. Knova provides the superior
functionality that leads to customer success. Knova’s focus:

Resolutions, not answers
– It’s more than search. Knova finds resolutions. And gets smarter as you
use it.

Actionable data you can
use
– Business users can act on knowledge trends – no advanced programmers
or linguists needed.

SEE IT IN ACTION

SupportSoft eService

Who it’s for

The SupportSoft toolset benefits large IT helpdesks, telecommunications
providers and high tech external support organizations that need proactive or
real time automated resolution of complex technical issues directly on an end
user’s PC to automate the resolution of expensive assisted call drivers.

How it’s different

Individually, there are many point
solutions on the market that can be cobbled together to create your
multi-channel support infrastructure. And while there are several eService
vendors, none has the diagnostic, proactive toolset designed to either
eliminate issues completely or drastically decrease the time to resolution via
smart technology deployed directly to the customer’s PC like SupportSoft
eService.

Why you need it

Customers are
finely attuned to moments when they’re treated differently depending on who
(and how) they ask. Transactions that are impossible over the web suddenly get
completed after a strongly-worded e-mail. The contact center says “no,” but the
analyst on the phone says “yes.” The web site says your transaction went
through, but the chat agent can’t find it. In all these cases, customers feel
like they’re not dealing with one company, but several. They become frustrated,
try to figure out how to work the angles, and ultimately lose confidence in
anything they hear. Inconsistent service and support is a fast way to erode
loyalty.

Shift It Left for Big ROI
– Our customers have seen a 15 to 50 percent call deflection, saving you
time and money.

KCSsm Verified
– SupportSoft is aligned with the Consortium for Service Innovation’s KCS
best practice methodologies.

SEE IT IN ACTION

Onyx CRM

Who it’s for

For companies of all sizes that require comprehensive, intuitive access to customer information, for marketing, sales, service and support, including insurance, financial services, utilities, local government and more.

How it’s different

Because the CRM industry grew up delivering process technology to specific departments, namely sales and marketing, most CRM vendors still have difficulty delivering on the promise of customer relationship management that dissolves organizational barriers. Onyx CRM stands out from the crowd because it truly can put your customers at the center of all your operations—across your enterprise and all your channels.

Why you need it

Your customers have expectations not only for a superior product, service, pricing and distribution, but also for an extraordinary experience. Extraordinary customer experiences go beyond pleasant interchanges and interactions. They stand out with distinction, drawn from your unique methods of doing business and the insight you have into your customers. They forge your competitive advantage.

With Onyx, you get:

A 360-degree view of every customer and prospect

Precisely targeted marketing campaigns.

Better sales execution.

Information, insights and automated workflows that support your business objectives.

Saratoga CRM

Who it’s for

How it’s different

Saratoga CRM’s unified architecture is designed for multi-platform Internet, client/server and mixed mode environments. This is coupled with an open database design that takes maximum advantage of Microsoft SQL Server, Oracle, Sybase and DB2 as database engine choices.

Why you need it

Saratoga is designed for use not only by your own sales, marketing and service personnel, but also by your channel partners and customers. With effortless workflow and navigation, Saratoga is easy to learn and easy to use. Personalized dataviews and security groups enable you to easily tailor the information content for each class of user.